5.2  Advanced tools

5.3  Object manipulation 

Data management icon appears as soon a campaign is selected. 

5.4  Show – Hide icons bar 

You can show or hide the icon bar. 

The admin users will be able to create/manage all campaigns and activities

6.1 Create a campaign 

Click on the campaign icon   and after on the add button 

A screen appears: 

Description: Campaign name 

Campaign type: give you two options

Option advanced: Will automatically select all type (Inbound, Outbound, Chat, Mail) for the activity.

Option Simple: The user will select all the options type to set the campaign

6.2 Inbound Campaign

Destination: Destination number used by the customer to join this activity 

Preprocessor: Preprocessor used 

Script: Scripter used by the campaign (eScript, CallScripter, Tabbed browser or none)

Record all this activity conversations automatically: If selected the activity will record all the conversations. 

(Let by default means that the configuration on the Campaign is taken)

6.3 Outbound Campaign

Originator: Number displayed on the caller's phone. 

 

Outbound mode: Different dialing’s mode 

 

Script: Scripter used 

Record…: If selected the activity will record all the conversations. 

(Let by default means that the conversation isn’t recorded) 

6.4 Originator 

The originator is used to display a specific number on the Callee’s phone. 

 

The originator can be specified at different locations into NCS: 

-    Extension 

-    Agent 

-    Activity 

-    General 

Green means: the originator displayed 

     Red means: is not take into account 

     / Means: this is not configured 

6.5 Dialing mode 

Dialer best practices - documentation 

7.    Agent/user management

The admin users will be able to create/manage all users

7.1 Create an agent 

Go to the agent/user icon  management screen and click on the add icon  to add a new agent. 

Click on next. 

7.2 Account

Account identifies the new agent/user in the system.  

The system will automatically offer you the next value if it contains a number.  

7.3 First name and last name 

The agent/user first name and last name 

7.4 Description 

Description is a free field. It may contain for example: 

-    Indication junior/senior. 

-    The site where the agent is working (…) 

The NEW version 3.0 comes with an integrated softphone if selected or if not can also use an external softphone

Click on next 

7.5 Affectations 

Affectation is the link between agent and team and/or campaign. 

If there are no team and/or no campaign, the affectation list will be empty. You can click on next. If it contains the agent assignment select it.  

        

Click on next

At the end of each wizard, a summary: 

Don’t forget to click save  your changes. 

 

The new agent is now created 

Click on the add  and select the option “create a range of agents”. Click on next. 

If you fill the agent range with 122 to 125, {0} in the wizard will be replaced by the account number. 

 

In this example, the results will be:  

-    108, First Name 108, Last Name 108

-    109, First Name 109, Last Name 109

-    110, First Name 110, Last Name 110

7.7 General tab 

Group: Specifying a group will ease to retrieve the information on agents 

As soon as a new group is created, it is available in the “group” list box 

In the upper left corner, use the drop-down list called "Filter" to limit the information in the agent list 

7.8 Originator 

The “originator” field allow to specify the phone number associated with an agent.  This number will be shown on the client’s phone (caller id). 

7.9 User interface language 

Choose the user interface language icon . 

Click on the add icon   

Select the language

Click on next. 

7.10 Affectations tab 

An agent/user can be affected to one or more team(s) and/or with one or more campaign(s).  

 

The affection level can be adapted for each team. 

7.11 Skills tab 

Click on the add icon   

Description: Skill name 

Click on “next”

The user can assign directly the skill to an agent

Click on “next”

The user can select the activity requiring the skill

In the user tab click on skill tab then right with the right click you can go directly to the skills management display.

Then click on "Go to definition". 

7.12 Languages tab 

Select the language knowledge of each agents/users. As for the skills, you can set the language level.

7.12 Rights tab 

By default, each user created in the admin is an agent. 

This user doesn’t have any particular rights 

7.13 Supervision  

If the “supervision” option is selected, the “no restrictions” value is activated by default, so you have to adapt the supervisor right to the user.  

click on "Go to definition

There are two types of Supervision 

The normal supervisor: can see all campaigns, teams and users.

The supervisor own affectations: can see all the campaigns, teams and users that he’s affected with.

8. Phone management 

Create a phone 

On the phone management screen (advance/phones), click on the to add  a new phone. 

Creation window appears 

Check “Create one phone” and click on “Next”, the option window appears. 

Picture 1:  Option of a validated SIP phone  

8.1 Short code

Extension of the phone 

Picture 2: Option of an external phone

Usually, it’s the station phone number which is used in NCS. 

8.2 Address 

Address of the phone 

 

If the phone is registered on the application server, the complete address is required (cf Picture 1) 

If the phone is an external phone, the field must be filled with the number (cf Picture 2) 

8.3 MAC Address 

MAC Address of the phone (informative) 

8.4 Description 

Description of the phone 

Once the parameters filled, click on “Next” 

Picture 3: Register of a sip phone 

8.5 Phone options 

Registers on application server (cf Picture 3) 

Registers on resource 

External (cf Picture 4) 

Picture 4: Register of an external phone 

If you check « Keep connected » option, the line will be always open (until the agent disconnection). A sound let you know when a new call comes. 

If you check « integrated softphone » option, the phone will use the integrated softphone

If you check « Auto answer » option, I twill ring when a new call comes and then the system picks/answers automatically. 

Once parameters defined, click on « Next », a window with a summary appears. 

Picture 5: summary of sip phone creation 

8.6 Create a range of phones 

To create a similar range of phones, select « Create a range of phones ». 

Picture 7: Create a range of phones 

Click on « Next ». The option window appears. 

Picture 8: Option to range of phones 

8.7  Range 

Numeric range will be defining the extension of the phones 

8.8  Short code pattern 

Short code pattern of the phones. 

8.9  Address pattern 

Address pattern of the phones. 

8.10  Description pattern 

Description pattern of the phones. 

Picture 9: Sip phone 

Picture 10 : External line 

Choose (like above) if you want to register a range of the phones on the application server or if the phone are externals. 

 

Once the parameters of the range defined, click on “Next”, a window with the summary appears: 

  

Picture 11: Summary of the phones 

A summary with the phones properties appears for a last verification before finish the creation with a click on 

« Finish » 

9. Reports

Access to Nixxis reports. 

10.    CallScripter, the script editor 

CallScripter is a script editor, completely integrated into Nixxis since the version 1 of our product. 

 

This application is installed on the same server than the Nixxis Application Server and is (ONLY) fully compatible with Edge/Internet Explorer (minimum version 7.0). 

To access, we will use the same address (IP or hostname) than the Nixxis V3 (APP_SERVER). 

 

The standard port for CallScripter is 8080.  

10.1 CallScripter: First use 

Open Internet Explorer and enter in the URL bar ? http://<APP_SERVER>:<Port>. 

10.2  Add the site to the ie trusted sites 

CallScripter uses a lot of popup, but also JavaScript.  

This may cause some unexpected behaviour (popup blocked, etc …). To prevent this, we will add the CallScripter url to the trusted sites. 

Click No when the alert pops up: 

Go to the “Tools  Internet Options” menu. In the options window, go to the “Security” tab. 

Click on the “Trusted Sites” icon, and then click the “Sites” button. The following window appears: 

Like the server doesn’t use an SSL connection, please uncheck, if it’s not already done, the “https” option on the bottom left. Then click “Add”. Now Internet Explorer knows CallScripter is a trusted site. 

Click on “Close” to finish and then “Ok”. Now exit Internet Explorer, open it again and do the same thing (enter in the URL bar  http://<[APP_SERVER]>:<Port>) 

10.3  Compatibility mode in Internet Explorer 

In some configuration, CallScripter layout may not be correct.The solution is to run CallScripter in “compatibility” mode. 

To do this, click on the small icon at the right of the address bar: